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# Principal Technical Support Engineer

- **Company:** Palo Alto Networks
- **Location:** Dallas, TX, United States
- **Experience:** Expert
- **Salary:** $134,600 - $217,800
- **Contract:** Permanent contract
- **Skills:** Network Security, Log Analysis, Microsoft Copilot, Palo Alto Networks
- **Published:** November 12, 2026
- **Apply:** https://dejobs.org/x/x/27DA14A9BB0C4AAF986A0467CD823F9E/job/

## About the Role

* 10-15+ years of relevant experience in enterprise networking, security, or support, with a Bachelor's degree in a technical field or equivalent practical/military experience.
 * Deep product specialization encompassing architecture, complex deployments, advanced troubleshooting, and failure analysis.
 * Advanced hands-on diagnostic skills to resolve ambiguous problems, coupled with strong judgment in assessing customer impact and technical risk.
 * A record of influencing Engineering, PM, and Support without reporting authority to drive technical initiatives and establish standards.
 * Experience improving defect submission quality, product serviceability, and diagnostic practices across teams.
 * Demonstrated ability to mentor engineers, facilitate postmortems, and lead process improvements from identification through validation.
 * Clear communication skills suited for audiences ranging from hands-on engineers to customer executives.

Preferred Qualifications

 * Advanced certifications such as Palo Alto Networks Certified Network Security Architect, CCIE, or equivalent expert-level networking/security certifications.
 * Aligned Palo Alto Networks product certifications, with equivalent demonstrated technical expertise also actively considered.

## Description

As a Principal Engineer in technical customer support, you will serve as the senior technical authority for your product specialization, shaping customer support, engineer development, and product serviceability. This hands-on role requires independent judgment to establish technical standards, lead systemic improvements, and resolve complex issues while maintaining a selective case workload., * Maintain deep expertise in product architecture and deployments to establish cross-team investigation standards and identify emerging risks.

 * Serve as the technical authority for complex engagements and New Product Introductions (NPI) by performing advanced diagnostics, such as packet/log analysis and lab reproductions.
 * Guide investigation and mitigation strategies, supporting assigned engineers while preserving their ownership of the case and customer coordination.
 * Communicate findings, risks, and recommendations clearly to technical teams, senior leadership, and customers.
 * Own the technical quality of defect submissions, ensure JIRAs provide actionable evidence, and advocate with Engineering and PM for prioritized fixes based on business risk.
 * Drive product serviceability by identifying gaps in diagnostics, tooling, and documentation, partnering with Engineering to implement and validate improvements.
 * Drive and influence product KPIs, including time to resolution, time to engineering engagement, defect quality, playbook usage, and Copilot adoption.
 * Mentor engineers across all levels by translating complex investigations into advanced training, technical workshops, and reusable troubleshooting guidance.
 * Facilitate evidence-based, blameless postmortems for significant incidents to drive corrective actions to completion.
 * Proactively lead cross-functional projects to improve support processes, aligning stakeholders and turning incident lessons into lasting organizational improvements.
 * Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.